CX Operations - Insights Lead

The CX Operations Insights Lead will serve as a critical Individual Contributor bridging the gap between data-driven operational metrics and resource allocation across the entire Customer Experience (CX) department. Reporting to the Senior Director of CX Operations, this role acts as a strategic architect focusing on two primary pillars: Headcount Capacity Planning and broad Insights & Analytics.

While our Resource Management team handles tactical resourcing for projects within Certinia PSA, this role will step back to look at the broader picture. You will be responsible for forecasting and headcount modeling for all CX teams, including those not currently utilizing Certinia, such as Customer Support and Customer Success. Beyond capacity planning, you will drive high-visibility analytics initiatives with a heavy emphasis on workflow automation, ensuring our CX leadership have the insights needed for their key business reviews. As an L5 Lead, you will also act as a mentor to more junior ICs within the team and define cross-divisional objectives that add value at the broader business level.

• →Headcount Capacity Planning: Develop and own broader headcount models and forecasting across the entire CX department.
• →Utilization & Growth Modeling: Forecast resource needs based on a deep understanding of utilization models, paired with future targets around company growth and revenue.
• →Resource Management Alignment: Collaborate continuously with the Resource Management team to ensure high-level headcount forecasts align with the tactical resourcing executed within our Services PSA tooling.
• →Liaise with FP&A: Partner with the Financial Planning & Analysis team to flex your headcount and utilization modeling with updates to revenue and growth targets, providing foundational data for executive-level business reviews and strategic resource allocation.
• →High-Value Analytics & Reporting: Lead value-add analytics activities across the CX Operations team, owning the data delivery for various CX departmental OKR metrics, Monthly Business Reviews (MBR), Quarterly Business Reviews (QBR), and Board decks.
• →Data Automation: Streamline data processes and reporting mechanisms to enhance efficiency, continuously seeking ways to automate the generation of leadership reporting.
• →Stakeholder Leadership: Act as a strategic partner to CX leadership, clearly presenting work updates and insights in internal leadership meetings without requiring management support.
• →Mentorship: Serve as a Lead IC, creating space at the table through mentoring, coaching, and reviewing the work of junior analysts within the team

• Experience: 4+ years of proven experience in business intelligence, data analysis, business strategy, or a quantitative field, with specific and demonstrated experience in headcount modeling and capacity planning across large departments or organizations.
• Technical Proficiency: Strong reporting and dashboarding skills are required. You must be highly proficient in Google Sheets and Salesforce Reporting, have knowledge of using Looker and Snowflake SQL. You will have a gift for storytelling with data.
• Bonus Tools: Experience with Tableau or other BI tooling is highly beneficial. Similarly with Gainsight.
• Analytical Mindset: You are analytically driven, comfortable handling complex tabular datasets, and possess a strong problem-solving mindset focused on automation and iterative improvement. Using AI to help extract insights from your data will be second nature.
• AI Focussed: You fully understand and are able to exploit automation and AI technologies to introduce efficiencies across mundane tasks, while being acutely aware of their limitations. You will have demonstrable skills in tooling such as Gemini, Claude, OpenAI, Atlassian Rovo, Tray.ai, etc.
• Strategic Scope: You are comfortable working on loosely defined tasks and can synthesize complex utilization and revenue data into clear narratives for executive leadership.
• Collaboration & Communication: Excellent written and verbal communication skills. You forge and cultivate trusted long-term relationships and can seamlessly partner with both technical teams and senior business leaders, acting as a translator between them.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $103,500 and $121,500/year, with an expected On Target Earnings (OTE) between $115,000 and $135,00/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.